openenv.yaml

name: support-ticket-triage
version: "1.0.0"
description: >
  A real-world OpenEnv environment where AI agents must triage, route, and resolve
  customer support tickets. Agents observe ticket content and conversation history,
  then take actions such as routing to departments, setting urgency, responding
  to customers, escalating issues, and closing tickets.

author: "OpenEnv Hackathon Submission"
tags:
  - openenv
  - customer-support
  - triage
  - nlp
  - real-world

# ── Task definitions ────────────────────────────────────────────────────────
tasks:
  - name: route
    display_name: "Ticket Routing (Easy)"
    difficulty: easy
    max_steps: 3
    success_threshold: 1.0
    description: >
      Route the incoming support ticket to the correct department.
      Score 1.0 for correct routing, 0.0 for wrong department.
    ticket_pool: [TKT-001, TKT-002, TKT-003, TKT-004, TKT-005]

  - name: triage
    display_name: "Full Triage (Medium)"
    difficulty: medium
    max_steps: 8
    success_threshold: 0.7
    description: >
      Fully triage the ticket: route correctly (0.30), set urgency (0.25),
      add relevant tags (0.20), and send an informative initial response (0.25).
    ticket_pool: [TKT-006, TKT-007, TKT-001, TKT-003]

  - name: resolve
    display_name: "Full Resolution (Hard)"
    difficulty: hard
    max_steps: 12
    success_threshold: 0.6
    description: >
      Fully resolve a complex ticket over multiple turns: route (0.15),
      set urgency (0.10), respond initially (0.20), escalate if needed (0.20),
      handle customer follow-up (0.20), and close with resolution note (0.15).
    ticket_pool: [TKT-008, TKT-009]

# ── Observation space ────────────────────────────────────────────────────────
observation_space:
  type: object
  fields:
    ticket_id: {type: string}
    subject: {type: string}
    body: {type: string}
    sender_email: {type: string}
    sender_name: {type: string}
    conversation_history:
      type: array
      items:
        sender: string
        content: string
        timestamp: string
    current_department: {type: string, nullable: true, enum: [billing, technical_support, sales, customer_success, legal]}
    current_urgency: {type: string, nullable: true, enum: [low, medium, high, critical]}
    tags: {type: array, items: string}
    is_escalated: {type: boolean}
    is_closed: {type: boolean}
    step_number: {type: integer}
    task_name: {type: string}
    task_description: {type: string}
    available_actions: {type: array, items: string}

# ── Action space ─────────────────────────────────────────────────────────────
action_space:
  type: object
  fields:
    action_type:
      type: string
      enum: [route, respond, set_urgency, tag, escalate, close, noop]
    department:
      type: string
      nullable: true
      enum: [billing, technical_support, sales, customer_success, legal]
    response_text: {type: string, nullable: true}
    urgency: {type: string, nullable: true, enum: [low, medium, high, critical]}
    tags: {type: array, items: string, nullable: true}
    escalation_reason: {type: string, nullable: true}
    resolution_note: {type: string, nullable: true}

# ── Reward function ──────────────────────────────────────────────────────────
reward:
  range: [0.0, 1.0]
  type: shaped
  description: >
    Step-level shaped rewards guide the agent during the episode.
    Terminal reward from the grader provides the authoritative episode score.
  mid_episode: >
    Partial credit per action: +0.3 correct routing, +0.2 correct urgency,
    +0.1×overlap tag matching, +0.15×quality response, +0.2 justified escalation,
    -0.1 unjustified escalation, +0.1 closure with note.
  terminal: >
    Task-specific weighted grader aggregates all sub-task scores into a
    final [0.0, 1.0] score.

# ── API endpoints ─────────────────────────────────────────────────────────────
api:
  base_url: "http://localhost:7860"
  endpoints:
    reset: {method: POST, path: /reset}
    step: {method: POST, path: /step}
    state: {method: GET, path: /state}
    tasks: {method: GET, path: /tasks}
    health: {method: GET, path: /}